💖 We Care About Your Happiness
🛠️ Made to Order
All MarshMallow Studios products are made especially for you — printed, packed, and shipped on demand. Because each item is custom-made, we can only accept returns or issue refunds for defective, damaged, or incorrect items.
⏱️ Report a Problem within 30 Days
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of delivery at connect@marshystudios.com and include:
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🆔 Your order number
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📸 Clear photos of the product, the issue, and the packaging
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📝 A short description of the problem
We’ll review your claim and, if approved, arrange a replacement or a refund. In some cases, the defective item may be requested back before processing the refund.
📦 Return Address
If a return is required, the correct return address and instructions will be provided by our production partners (Printify or Printful) after your request is approved.
⚠️ Please do not send items back without authorization — unauthorized returns will be rejected by the facility.
🚫 Custom Items — Final Sale
Because all products are custom-made, we cannot accept returns or exchanges for:
- ❌ Change of mind or personal preference
- ❌ Wrong size ordered
- ❌ Slight variations in color, size, or print placement within normal production limits
- ❌ Sale items or digital downloads
🚫 Products That Cannot Be Returned
For health, safety, and customization reasons, certain products cannot be returned or exchanged, including:
- ❌ Personalized or made-to-order items (unless faulty)
- ❌ Digital downloads and instant-access content
- ❌ Opened or used products no longer in resaleable condition
- ❌ Intimate items (e.g., underwear, swimwear) where hygiene seals have been removed
- ❌ Gift cards or store credits that have been used or tampered with
- ❌ Mystery or surprise items once opened
We reserve the right to refuse a return if the product shows signs of use, damage, or handling beyond what is necessary to determine its nature and quality.
🔁 Exchanges
If you’d like a different size or variant, the quickest solution is to place a new order once your claim is approved and any refund is processed.
🇪🇺 EU 14-Day Cooling-Off
Under EU law, the 14-day right of withdrawal does not apply to personalized or custom-made products. Defective or wrong items remain eligible for replacement or refund as stated above.
💳 Refunds
Once your claim is approved (and, where applicable, the returned item is received and inspected), we’ll issue a refund to your original payment method.
🏦 Please allow 5–10 business days for banks or card issuers to process the refund. If more than 15 business days have passed since our approval and you haven’t received the refund, please contact us at connect@marshystudios.com.
💾 Digital Products
All digital products (including downloadable files, artwork, music, videos, or other electronic content) are delivered instantly upon payment confirmation. Because digital files cannot be “returned,” all digital product sales are final and non-refundable.
If you experience any technical issue — such as a corrupted file, download error, or missing link — please contact us within 7 days of purchase at connect@marshystudios.com, and we will promptly re-send or replace the file.
By purchasing digital products from MarshMallow Studios, you agree that:
- 💡 Refunds or cancellations cannot be issued once the download link or digital file has been delivered.
- 💡 Digital items are for personal use only, unless explicitly stated otherwise in the product description.
- 💡 Redistribution, resale, or modification of the files is prohibited without written permission from the intellectual property owner, MarshMallow Studios (brand), creator of MarshMallow Time.
By completing a purchase of any digital item, you acknowledge that you are receiving an instant-access product and waive your right to request a refund once the download link or digital delivery has been provided.
⚖️ This policy complies with EU Directive 2011/83/EU, Article 16(c), regarding consumer rights for custom-made goods, and follows the 30-day claim window recommended by Printify and Printful.
© MarshMallow Studios – All Rights Reserved.